Calabrio ONE Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite

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Calabrio ONE Case Study

Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail company is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Calabrio is a good product.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

Vendor(s) replaced by Calabrio:
- Nortel
Replaced their previous WFO solution with Calabrio for the following reasons:
- They needed a unified suite of products
- They wanted a technology refresh / modern architecture
- They wanted Calabrio’s new features and functionality
Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

Using the following modules of Calabrio ONE:
- Call Recording
- Quality Management
- Workforce Management
- Analytics
Using the following applications in conjunction with their Calabrio software:
- Cisco platform
- CRM system (e.g. salesforce.com)

Results

The surveyed company achieved the following results with Calabrio ONE:

Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
- Dynamic Scheduling
- Evaluation calibration

About Calabrio ONE

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.

Learn More:

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